Models of management of ICT services in private schools in the city of São Paulo

Abstract

The use of standards or models for managing ICT services is not new in Brazil, however there is a lack of information about the applicability of these models. The main objective of the study was to conduct a survey of ICT service management models practiced in private schools in the city of São Paulo, and after data collection, cross-check information with internal customer satisfaction levels (in particular, coordinators) of each institution so that it is possible to understand the relationship between the high quality levels of schools and the ICT service management models applied in these institutions. For data collection, a questionnaire was applied to each professional profile, the ICT manager and the pedagogical coordinator, with the intention of deepening the knowledge about the sector. The selected sample consisted of 67 ICT managers and 69 pedagogical coordinators. Through the verification of the data it was possible to understand part of the relationship between the supply of equipment, wireless networks and technology support services, with the perception of quality of the pedagogical professional in the same elementary school. As a result of both researches, it was possible to understand the direct relationship between a well-equipped school and professionals trained in the daily care of the teacher.